15% off your entire order - Add promo code DOG15 at checkout

CUSTOMER SERVICE

SHIPPING & DELIVERY

General Shipping Information

Shipments are delivered Monday through Friday. Please allow 24-72 business hours for fulfillment. Delivery times may vary.  Orders may ship from multiple locations.

Certain items could take up to 3 weeks for delivery. Delivery times may yield longer in select areas.  Please note prices and terms are subject to change without notice 


Items Ship Separately

Please note that item(s) may adhere to different shipping schedules and procedures. To ensure items retain their best condition, some items may ship separate.  


What are the shipping options for my order?

Shipping Method Est. Delivery Time

Economy* 7-14 Business Days

Priority 2-4 Business Days

Express 1 Business Day

*Please note Economy shipping may utilize USPS for final delivery.

*Please note that due to carrier restrictions, some products shipping to the 48 contiguous states must be sent via Ground Shipping and are not available for Priority or Express.


How are the shipping charges calculated for my order?

Shipping costs are determined on the order's size and destination. Total shipping charges will automatically display on the Checkout page before you submit your order for completion. This does not apply to special international orders.*see international shipping policy below

Domestic Shipping rates
Standard Shipping 0.0 lb - 5.0 lb: $10.00
Heavy Goods Shipping 5.0 lb - 20.0 lb: $20.00
Extra Heavy Goods Shipping 20.0 lb - 30.0 lb: $40.00
International Shipping rates
International Standard Shipping 0.0 lb - 5.0 lb: $20.00
International Heavy Goods Shipping 5.0 lb - 10.0 lb: $50.00
International Extra Heavy Goods Shipping 10.0 lb - 20.0 lb: $70.00
Wholesale accounts who spend more than $1000 will be eligible for free shipping
Consumer accounts who spend more than $50 will be eligible for free shipping.
**mixed order of carrier/soft goods will be charged carrier flat rate
 

Can I ship my order to Alaska or Hawaii?

Yes.  Please note that shipping times may yield longer than our approximate delivery schedule stated above.

Can I ship my order to Canada?

Absolutely. Please review our shipping terms and conditions for Canadian Shipments below. Customer may be subject to pay additional duties, taxes and tariffs  at the point of delivery.

Canadian shipments Economy

Flat rate for carriers & beds (more than 2 items in this category will be charged 2 shipping fees**includes large orders)
Economy-$40
Priority-$80
Express-$200
Flat rate ONLY SMALL soft goods(Collars, leashes, blankets, toys, EXCLUDES BEDS)
Economy-$15
Priority-$30
Express-$100
Wholesale accounts who spend more than $2000 will be eligible for free shipping
Consumer accounts who spend more than $500 will be eligible for free shipping.
**mixed order of carrier/soft goods will be charged according to carrier terms


Can I ship my order internationally?

Vanderpump Pets is working hard on expanding globally. Some product is available from our Amazon UK Partners in select European countries. If you live elsewhere, please contact info@vanderpumppets.com or call 323-433-7002. We ship internationally on a case-by-case basis. Customers are responsible for all shipping rates, duties, tariffs, and taxes. Please be aware if shipping is available in your country, delivery times may yield longer than expected due to customs & regulations.


Limitations

For products shipped internationally, please note that any manufacturer warranty may not be valid, manufacturer service options may not be available, product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements, and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate).


Must I sign for my delivery?

Signature may be required on shipments exceeding $200. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is damaged, delivery should be refused and Vanderpump Pets must be notified immediately. You must save all shipping and merchandise packaging.

May I choose my shipping carrier?

No. You may choose only the  VP Pets Courier method.


Who do I call if my merchandise arrives broken or damaged from the carrier?

If your order is broken or damaged, refuse delivery (if possible) and call Customer Service at 1(323) 433-7002. You must save all shipping and merchandise packaging.

    Is expedited shipping available on all products?

    Expedited shipping is only available on those products that can be air shipped in accordance with shipping service provider requirements. Products exceeding weight or girth limits and products falling under the hazardous materials (hazmat) guidelines for dangerous materials cannot be expedited. These products are duly noted on the product information page.


    Are there any shipping restrictions based on delivery location?

    *Economy shipping available to all 50 contiguous United States, Canada and select countries

    *Priority/Express are (2nd Day and Next Day) available to all 50 contiguous United States, Canada and select countries

    California Only - Pesticide Sale Restriction

    A pesticide is any substance intended to control, destroy, repel, or attract a pest. Any living organism that causes damage, economic loss, transmits or produces disease may be the target pest. Pests can be animals, insects, unwanted plants and weeds, or microorganisms such as plant diseases, viruses or bacteria. Before being sold or used in California, all pesticides must be registered with both the U.S. Environmental Protection Agency and the California Department of Pesticide Regulation (DPR). Pesticide products typically sold in retail stores include: Algaecides, Fungicides, Herbicides, Insecticides, Rodent Poison, Repellants and Disinfectants & Sanitizers. If a product fails to meet California use requirement, TABcom, LLC will restrict product shipment to comply with California state law.

    State Product Sale/Shipping Restrictions

    We sell/ship product to all 50 states, Canada and select countries. Some products have very specific state selling restrictions and or regulations and by lawwe are not authorized to sell. For example; vaccines, prescription drugs, wormer and select insect repellents are restricted sale items in select states. We will notify you of any items that are restricted due to state regulations at time of order placement. We’re sorry, but by law we cannot sell these items.

    RETURNS & REPLACEMENTS

    Satisfaction Guarantee

    It is our mission to ensure that your Vanderpump Pets shopping experience is simple and enjoyable.

    15-Day Return Policy

    If you are not completely satisfied with an item, you may return it within 15 days from the date received.* The item must be in its original/sellable condition and include all parts, accessories and packaging. Call us at 1(323) 433.7002 to obtain a Return Authorization and shipping instructions. Include a copy of the original invoice with your return and write your RA# visibly on the outside of the shipping package and on the packing slip. Please tell us why you are returning our product, so that we can continue to improve our service.

    Return shipping costs are non-refundable, unless the item is being returned as a result of our error (damaged, defective, wrong item sent, etc.). For your protection, we encourage you to send your return prepaid via UPS or FedEx. We do not accept COD. Save your shipping receipt and tracking number for proof of return delivery. We are not responsible for return packages that are lost or damaged by the return shipping company.

    When requesting a refund, your original credit card will be credited once your return is processed. If using a prepaid gift card such as Visa, Master card, American express, please retain to ensure proper credit. When exchanging an item, you will see a credit to your original pay method for the returned item and a charge for the new item, plus shipping and handling.

    Missing, Damaged, Defective or Incorrect Item Sent Return Policy

    If an item is missing, damaged, defective or incorrect, you must contact us by phone or email within 15 days upon the receipt of the package so that our customer care specialists can explain what steps need to be taken. After 15 days, there are no refunds or exchanges on damaged items.

    *Please Note:

    Items may be subject to a 10% handling and restocking fee. All item(s) sold with a quantity discount and returned, may be charged at the original sale price if the item(s) purchased fail to qualify for the quantity discount. Personalized items are final sale unless there was an error on our part (damaged, defective, wrong item sent, etc.)

    PAYMENT, PRICING & SALE

    Sale shipping offers cannot be applied to orders being shipped via Air (Next Day or Second Day). All offers are while supplies last and may not be applied to any other sale offers or discounts, applied to previous orders or to Business to Business orders.

    Sale discounts that apply to the order total will be reflected at checkout. Order total excludes taxes, shipping & handling charges, processing fees and the purchase of gift certificates. Due to market changes or circumstances beyond our control, all prices are subject to change without notice. We are not responsible for any typographical errors.

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